Research study indicates high marks for Leaders Bank customer experience

17-LB-554 Survey Highlights blog photoLeaders Bank recently asked customers to participate in an independent research survey. The survey’s purpose was to provide insight on how customers perceive Leaders Bank.

Ninety-four percent of respondents to this survey were satisfied with their overall Leaders banking experience. That’s considerably better than the industry average of 79 percent in the 2016 J.D. Power Retail Banking Satisfaction Study. 95 percent indicated they would consider Leaders Bank for future banking needs, and 96 percent would recommend Leaders to a friend or business associate. In addition, more than 95 percent rated Leaders Bank employees “truly outstanding or very good” on professionalism, product knowledge and responsiveness.

The survey also indicated the percentage of customers currently using each of the Bank’s services. Services used most by respondents were deposit accounts, commercial and industrial loans and online banking, followed by treasury management services, mobile banking, commercial real estate loans, and mortgages/home equity loans. 

Here’s a sampling of the survey comments made by Leaders Bank customers:

1.       Customer Joel Stava said “We are a long term account holder, and overall find Leaders to be a steady and reliable bank.”

2.      “The staff at Leaders Bank is fabulous,” said customer Pam Horton. “Customer service is second to none.”

3.      “Thank you for outstanding service and delivery.  I look forward to expanding the relationship as situation warrants,” said customer Scott Crompton.

Does your bank generate the high level of satisfaction enjoyed by Leaders Bank customers?

Keys to successfully managing family businesses

Family-owned or controlled U.S. companies employ 60 percent of workers, and create 78 percent of new jobs. Yet research indicates only about 30 percent of all family-owned businesses make it to the second generation. An even smaller 12 percent will  survive into the third generation. So what can family businesses do to have a better chance of success? 17-LB-555 Family Biz_Blog photo

One key to success is the early identification and nurture of future leaders, whether will be the family’s grandkids or promising non-family employees. A family-owned company’s CEO noted future leaders were once urged to gain experience outside the company, then carry that know-how back to the business. “Now there’s more encouragement to consider working for the company [from the start],” the CEO said.

These are among additional keys to successfully managing family businesses.

  1. Maintain a clear vision. Successfully managing the family business calls for creating a strong sense of shared purpose for both family and non-family members. This helps maintain a consistent focus as each generation replaces the previous one.
  2. Structure leadership roles. Family companies require leadership roles to be efficiently designed, structured and allocated. Making sure these roles are well delineated helps ensure the decisiveness and unity so crucial to success.
  3. Focus on ability, not bloodlines. Many family companies thrive because their leaders recognize non-family members often possess talents family members lack. This improves performance and trims resentment.
  4. Pursue family enjoyment outside work hours. Frequently endeavor to enjoy each other in family events, as opposed to a business environment.

These leadership principles can help your family business from generation to generation. What’s your family company’s most important leadership trait?

How do smart companies maximize treasury management services?

17-LB-552 TM Blog photoWhen companies take advantage of bank-provided treasury management services to keep accounts safe and maximize collection benefits, they can dramatically improve day-to-day operations.

 For example, using fraud protection services and gaining control over collections and disbursements timing made a big difference for two Leaders Bank clients. The two companies, one a commercial screen and sublimation printer and the other a property management firm, leveraged these cash management services in the following ways.

  1. Fraud protection. The companies worked with Leaders to use ACH debit filters in protecting accounts from unauthorized electronic debits. They also leveraged check positive pay to prevent unauthorized checks from clearing their accounts. And because the world of cybersecurity and fraud protection is ever changing, they continue teaming with the bank to ensure their accounts are protected.
  2. Collections and disbursement timing. Using electronic transaction services such as ACH wire originations and remote deposit helped the companies control timing of collections and disbursements. That enabled them to gain operating efficiencies and improved cash flow. It also allowed the companies to provide their own customers with an array of payment channel options, making it more convenient for their customers to do business with them.
  3. Online and mobile banking. The companies leveraged online and mobile banking to effectively monitor accounts and manage cash flow 24-7, which proved beneficial when working remotely or outside normal business hours.

Both companies profited from gaining optimal benefit from treasury management services. The property management company, for instance, was able to pull payments in a more efficient, timely manner, which helped streamline its cash flow. 

How are you deriving maximum benefit from treasury management services?





What to know before using an M & A advisor

A recent study focused on use of M&A advisory services by owners when selling their companies. Asked if the advisor added value, every single respondent answered in the affirmative. In fact, almost 70 percent reported significant value was added. 17-LB-553 M&A blog photo

If you plan to merge or possibly sell your company now or in the future, you may want to investigate the services of a mergers and acquisitions (M&A) advisor.  Look for a firm that’s well-versed in negotiation, integration and due diligence. This can help ensure you are prepared for a smooth sales process that nets substantial valuation.

Here's what to know before using an M&A advisor.

1.  Advisor's experience is crucial. The advisor's track record of closing deals and gaining top valuations is extremely important. Will the advisor be able to earn incremental value for your company through her or his knowledge of your industry or field, and first-hand experience with companies of your size?

2.  What’s the team makeup? It is likely a team of M&A advisors will work to ensure your company sells for top dollar. It’s important to meet the team members, review their credentials and make sure you feel comfortable working with them.

3.  Yearly volume a key. Make sure you learn how many transactions your advisor handles yearly. If it's too high, you may not get as much attention as you need. If it's too low, quality may be an issue.  Obtain a happy medium.

Merging or selling a company can have its share of unforeseen twists and turns. The right advisor should be a skilled navigator, ensuring the smoothest possible outcome.

What do you most want to know about M & A advisors?


When professional relationships require mending, try these approaches.

At a professional services firm, an employee and her manager clashed over a negative review.  The employee expected either a salary hike, promotion or both, but was told her work needed improvement. The result: A loud argument. The next day, in a calmer state of mind, the manager proposed they collaborate on a 17-LB-551 blog stock phototime-based plan of improvement and that the employee contribute ideas. Buying in to the plan, she worked harder and eventually landed her promotion.

Jobs often bring together people of contrasting personalities and priorities. The result can be strained professional relationships, which are difficult to tolerate when antagonists must spend eight hours five days a week in the same office.

Mending workplace relationships takes effort, patience and willingness to admit fault. Try these approaches to foster rapport. 

1.      Understand the other person's side. Wait until emotions have cooled, and ask the other person to sit down for a conversation. Get his or her side of the conflict. Listen without talking. Then, without voicing your side of the argument, repeat what you heard. This gives the other a sense you value his or her opinion, and have understood what was said.

2.      Don't focus on the past. Don't focus on what has been said or done in the past, but how the relationship can get better moving forward. Emphasize possible solutions rather than past issues.

3.       Give without asking for reciprocity. Offer the other person something he or she seeks, without making the offer a quid pro quo. Keep your promise in providing that concession, helping foster trust. He or she is likely to reciprocate.

 Everyone benefits when workplaces are productive and harmonious. Making the effort to repair a relationship can benefit everyone involved.

How do you deal with workplace disagreements?

Are you taking advantage of these community banking trends?

Many years ago, a downstate Illinois bank president argued against installing a new device called an automated teller machine. He asserted bank patrons preferred humans to machines. 17-LB-550 blog stock photoYears later, the banker used the anecdote as an ice breaker in speeches, poking fun at himself for failing to spot an important banking trend. 

Let’s take a look at 3 key community banking trends that can benefit your company:

  1. Fraud prevention - Community bankers have become increasingly vital partners in helping companies prevent fraud and maximize security. Seek out your banker for a candid discussion about cutting-edge fraud prevention strategies. Such programs may include positive pay, ACH blocks and filters and other approaches that can help safeguard your company against unauthorized transactions.    
  2. Advanced mobile banking - Increasingly sophisticated mobile banking options are allowing companies and individuals to save time and money. They include access to real-time account balances, transfers, initiate bill pay, confirm ACH and wires, mobile deposits and customized text messaging options.
  3. Greater local involvement - You’ll find community banks placing a greater emphasis on “lending a hand”. From supporting local commerce associations and charitable organizations to conducting financial education programs to help schools and businesses, community banks strive to improve quality of life in their market areas.

Today, community banks provide fresh levels of responsiveness with better digital technology and personal service. Proactive executives take advantage of these trends to make their personal and company’s financial goals become a reality.

What banking trends are most important to your company?  

What to know to avoid a ransomware attack.

17-LB-549 Ransomware blog photoIn one of the most infamous ransomware cases, hackers hijacked the system of California-based Hollywood Presbyterian Medical Center (HPMC). The attack made it impossible to access the center’s network or patient files. After a payment of $17,000, access was restored. But by that time, HPMC had been forced to exist in a primitive, pre-computer world for 10 full days, with additional incalculable losses.

Ransomware poses a growing threat to business. In one recent 10-1/2-month stretch, ransomware incidents increased six-fold over the previous year.

There are several steps companies can take to reduce the threat posed by ransomware, reports Robert Hamaker, Leaders Bank Senior Vice President Operations/IT.

1. Current systems. Maintaining up-to-date operating systems is key, Hamaker says. Also, “keep patches on all software up to date,” he adds. “Update or replace computers/servers that run unsupported operating systems. Make sure the firewall software is up to date.”
2. Avoid intrusions. Most malware enters networks via suspicious looking attachments to email. “Train your network users not to click on anything that is not expected in their email in-boxes,” Hamaker says. “If it looks like junk, it probably is.”
3. Create a plan. Have a plan in place to deal with malware and virus intrusions, Hamaker urges, adding it’s not a matter of if it will happen, but when it will happen.
Before it’s too late, take the steps necessary to ensure important documents remain usable, and that your company doesn’t have to confront the expense and lost productivity of an attack.

Have you been a victim of a ransomware incident?

How to know the right amount when borrowing.

Maybe your company faces a short-term cash shortfall. Perhaps a key opportunity looms, and you'll need more capital to take advantage. Whatever the reason, like almost all companies yours will likely someday have to borrow to grow. 17-LB-548 Aug Blog1 stock photo

The decision to borrow can be relatively simple. But the issue of how much to borrow can put you on a tightrope. You don't want to become overextended and struggle servicing debt. But you don't want to borrow too little and be unable to meet growth opportunities head-on. Your banker can help you determine an optimal level of debt, based on your requirements and current finances.

Also consider these factors when deciding.

  1. Think long term. The capital borrowed should ensure not just a brief surge, but long-term revenue and profit growth. If you're certain the loan could yield a long-term upward trend line, borrowing more rather than less may make sense. After all, you'll have greater profits in the future to service the debt.
  2. Do the math. Examining the numbers banks scrutinize can help you learn the right amount. The Debt Service Coverage (DSC) ratio for your business determines how much of your cash flow will be left to service debt after paying expenses. To calculate the DSC ratio, determine the amount of cash your business generates monthly after paying regular operating expenses, and divide that number by the amount of the monthly payment for the new debt. If this DSC ratio is significantly greater than 1, you will have shown the Bank that your normal cash flow will provide you with the capacity to pay back the loan. 
  3. Expect the unexpected. Unforeseen setbacks are a fact of life for any business. Before you borrow, consider potential obstacles. Is your debt level already high? Is a slow sales season upcoming?  Scale back the loan amount to allow for disappointments -- some say by as much as half.

Determining the right loan amount is difficult. However, upfront research can help ensure you strike a balance between too much and too little.

How would you determine how much to borrow?

How skillful negotiation can close more sales.

17-LB-547 July blog2 photoConsider this scenario. A sales representative prepares thoroughly before a key presentation. She assembles facts, figures, graphs and samples of her product. She reviews the account history, the value of her solution to the prospective client, and the motivations of parties across the table. Prepared for a wide range of questions, she brims with confidence as she enters the meeting. All the prep work she’s done helps her earn the prospect’s respect and trust -- and the sale.

To facilitate successful negotiations, it’s imperative to know your prospect’s needs and have a clear vision of how you’ll reach your desired outcome. Here are 3 essential techniques to leverage negotiations to gain greater business success.

  1. Be willing to compromise on non-monetary issues. When negotiations on price have gone as far as they can go, be willing and able to negotiate on non-price conditions. Be flexible on delivery schedules or the provision of a new service. Give and take on non-price issues can be the strategy that clinches the deal.
  2. If concessions are given, get something in return. Negotiation should bring a win-win outcome that benefits both parties. If a prospective client requests some concessions, propose an offsetting compromise on his or her part.
  3. Think long rather than short-term. Negotiations shouldn’t be rushed or combative because this usually alienates the prospect. The goal isn’t to gain one sale, but a long-term relationship. Take time to nurture that bond.

Negotiations can be fluid, unpredictable interactions. However, when you focus on building a win-win relationship and expect things to work out, you’ll convert a healthy percentage of your sales opportunities.

What negotiation techniques have you found to close sales more effectively?

How to strengthen security for your business bank accounts

Cybercrime targeted at business banking accounts is a serious issue. Do you know the most effective deterrent?  It is developing a strong partnership with your bank. 

17-LB-546 July Blog stock photo

Community banks are safe havens that protect business customers from cyber theft and other crimes jeopardizing their accounts. But preventing security breaches requires diligence from customers as well as their banks. Working together with your bank, you can go far to stamp out unauthorized access by fraudsters. 

Team up with your banking institution to fully comprehend and implement the security initiatives that best suit your company.  Also work hand in hand with your bank to put into place account safeguards that can help your bank pinpoint and avert unauthorized access to your company’s assets.   

Here are a few specific measures your company should initiate. 

  1. Safeguard your company online. Using unprotected Internet connections can leave your company vulnerable to cyber threats. Maintain up-to-date antivirus and anti-spyware. Ensure all sensitive data is encrypted.
  2. Filter ACH transactions. One way fraudsters may target your company’s accounts is by leveraging ACH to attempt fraudulent transactions. Progressive banks can offer your company the ability to block or filter the ACH transactions on their accounts. With a filter attached, your accounts can be debited through ACH only by companies you have approved.
  3. Match checks presented with checks authorized. Leading community banks provide a service called Positive Pay. Dollar figures and check numbers of checks presented for payment are compared against a list of checks previously issued and authorized, with unmatched checks flagged as “exception items.” 

Secure banking accounts are essential to your company’s survival. Work hand in hand with your bank to make sure they’re as fully protected as possible. 

How are you securing your bank account?